Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2024 Nissan Pathfinder from the lot, early October 2024. Upon insuring the vehicle it came to our attention the vehicle had received some hail damage. I contacted the dealer and was instructed to get an estimate for the repairs. Upon doing so, the shop indicated it was strange for the damages present to not show other body damage. Suggestion was that the currently unseen damage may have been repaired by ********* **** ******* For them to determine this, the shop would have to remove the headliner,door panels,hood liner and perhaps headlights and tailights.Ironically, around a week or so later , while going to the dealer to retrieve the Certificate of Orgin, a dealership to the west of Orr Nissan was advertising a "huge" hail sale. After being told that I should research Title 47 of the Oklahoma Motor Vehicle Statutes, I found language which addresses motor vehilce dealers responsibility to disclose material damage sustained by the vehilce and subsequently repaired. More information is provided in S47-1112.1 If needed, I can forward my previous correspondence and submission of supporting material to your office. All of which has already been provided to the dealership.

  Business Response

  Date: 02/20/2025

  Thank you for making us aware of *** ******** complaint filing.  We are aware of *** ******** concerns and have communicated that we are willing to address his concerns.  *** ****** reached purchased his vehicle on October 15, 2024 and reached out to us on November 4, 2024 with concerns about some trim pieces on his new vehicle.  That same day, we attempted to reach *** ****** by phone, but were unsuccessful.  We emailed him letting him know that we would replace the moldings, and just requested he let us know which moldings they were so that we could order the proper parts if we did not have them in stock.  On January 18th, 2025, *** ****** emailed us an estimate from a body shop to make the repairs.  Included in the email were some documents reverencing dealer responsibility as it relates to disclosing previous damage, and asked that future communications be done via email.
  
  
  On February 6, 2025, we replied to *** ****** via email (per his request) and let him know that we were willing to provide a check in the amount of his body shop estimate.  We also communicated that we would welcome the opportunity to do the repairs at our facility by a certified Nissan technician to ensure that repairs were done correctly and ensure there would be no issues with the moldings moving forward.  
  
  
  We understand that *** ****** may prefer to have any repairs done elsewhere, and will still gladly send a check to him directly, or to the body shop who performed the estimate.
  
  
  As it relates to compensation for "diminution in value" and title 47 documentation, we do not feel that is warranted in this case.  *** ****** is correct in that dealers have an obligation to disclose any previous repairs.  The vehicle purchased by *** ****** did not have any previous repairs, therefore should not have any diminished value in the future. 
  
  
  Please contact us if you have any further questions.
  
  

  Customer Answer

  Date: 02/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: First off, I do not feel this dealership properly disclosed information regarding the "prior" damage. Unit was manufactured on 8/24 per manufacturers emblem on the body. No evidence to determine when it arrived at the dealership, however, weather records show this area received hail damage 9/24/24. As stated before, on the trip to obtain the certificate of origin, I saw where a dealership just to the west of Orr was displaying a "huge hail sale" banner. This and the notice by my insurer brought the prior damage to my attention. I am satisfied with the vehicle and am not seeking a huge compensation. But given the circumstances regarding language in Title 47 and the fact some language in the statute was made available through dealers wanting to protect the consumer, I feel the dealerships lack of exposing the damage led to my purchase. As we all know, I could have taken my business elsewhere as I had planned to pay cash. The sales department did reduce the manufacturers price only by adding a financing agreement, which by the way with interest added, was not the savings proclaimed. Some concern is with a " total disclosure and meeting of the minds" during the contract phase.

  Should Orr Nissan wish to present another offer, I would entertain such offer, otherwise I will proceed a different route. Thank you for your assistance.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/06/2025

  Monday we sent another email to the customer, offering additional compensation to the customer. We have not received a response at this time. 

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used vehicle in June 20 24 and within a few days, I began having Service issues. I called the dealership. I returned the vehicle for service appointment with two separate Appointment only to be told. I needed to go to a Jeep dealership , They were unable to repair and it would be covered under my service warranty. I dealt with ****** and the service department. Call ***** ******* where I was told to go. They told me I could go to any dealership to get the warranty work done. Made appointment at a dealership closer to my home. I have had to have the vehicle towed three separate times, Had the vehicle worked on three separate times only for continue to not be repaired. The service was covered one time under the warranty two times not under the warranty it alone caused upwards of $1200. The deductible was $200 on the warranty work $178 on work not covered by warranty and the last thing they told me that needed to be repaired was $1300 not covered under warranty. These are all problems that I’ve had since purchasing the vehicle. I just want them to take it back and fix it, I would be happy trading car buy something new vehicle. They wouldn’t take the car even as a trade-in. I’ve been unable to get sales manager To return a call. I Spoke with the dealership and was told they would tell the vehicle from the service department at **** ****** back to our Nissan and I could start over. I did not promise. To two sales people who were in a conflict regarding who was going to sell me a car. It seems like it’s an easy fix. Just take the car back as a trade-in. I’m not asking them to take it for free. I’m willing to let them keep the down payment. I put down for that 4000 miles. I drove it. Or I’d like them to pay for the service and towing. In my opinion, they put the car on the lot that was not roadworthy.

  Business Response

  Date: 10/22/2024

  **** did try to come in to the dealership and trade in this vehicle after we offered to try and get her in another vehicle, unfortunately that was not an option due to her purchasing power which is out of our control. I spoke with the owner on 10/21/24 and spoke with **** on 10/22/24. **** is having **** ****** forward me emails containing service repair orders and information regarding what is needing to be repaired on the vehicle. We will take a look at these and see what if any,amounts we may be able to reimburse **** for. After we review and make a decision, I will reach back out to the customer. 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 7, 2024, Orr Nissan East sold me a car that had been in an accident and didn't tell me, nor do I have anything in writing that says it was in an accident. They played on my grief of my dad's passing to pressure me into the car. They know I only make $1.055 a month on Social Security Disability and couldn't afford it. Dealership has continued to say car was never in an accident and will not do anything to remedy the problem.

  Business Response

  Date: 05/16/2024

  I have attached the written response from ****************, the Managing Partner, on the previous complaint for the customer that addresses his concerns. Please feel free to contact me at the dealership ************* with any further questions or concerns. 

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************** never provided me with proper information concerning my consumer rights or verbalized them to me i never received title knowingly made me pay down payment and insurance that shouldve been included in financing made promises that was not upheld Ive been trying to get some type of help in making it right and they blow me off block my calls leave when I come to dealership since Ive lost vehicle couldnt get tag no paperwork person sold car to me quit many of my consumer rights are not being up held or protected against monsters like this

  Business Response

  Date: 04/12/2024

  Insurance is not included in financing as it is an obligation of the individual. We are unable to provide a refund of down payment unfortunately, the deal has been funded since 2021 and the finance office has spoke to the customer regarding this. The title had been mailed out in December of 2021 after we had held it with 2 attempts and 17 days of trying to get the customer to pick it up. 

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This happen on 3/27/2023 i hit a pot hole in ************ and it knocked off bumper on my 2021 Hyun Sonata filed on my insurance progressive to be fix when took to the shop they took me look at damage to car when I was informed this car had been wrecked and that everything that was to do with bumper had already been work on and everything was glued back and parts was missing was told that a hold blower was missing my mom tried to called to get a resolution **** the sales manager got very smart said how do we know if she didn't take blower off. Do have pictures of this complaint !when they sold me the car I had bumper to bumper were I took it took too City collision were they stated that the car had been wrecked

  Business Response

  Date: 04/25/2023

  When purchasing a used vehicle they are being purchased and signed for "as is" 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  You shouldn't sell hard working people a car wrecked like this.. Regardless of the as is policy's this car wasn't safe. How can a car be sold and safe with missing parts. And to be told " you had the car since January how they know you didn't take the missing parts off this car" is insane. As if I'm a mechanic and going sabotage my car that I'm already getting overpriced and charged for. I have my records and pictures from City collision where they have proof that the car was wrecked prior to my purchase of the car. And also has a Carfax that proves when the car got wrecked to prove that I didn't remove parts off the car. Where is the human compassion. I will be seeking a lawyer regarding this matter. I was never aware of this car 10page car fax. I learn a ****** do a car on even a vehicle that u where told was in great condition and was sold on milage and year of the car...
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/12/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from them sep 2021 and come to find out after trying to try trade my car in that my car the title is a branded title due to odometer reading of wrong miles. I went up there and the car sales men ***************** and he told me that the car fax paper I have is a lie and that if u can get the bank to do a loan to come see him, the manger even told me that the car should of never been sold the car and by law I can not even carry full coverage nor been sold that car ever. I have a bank loan and by policy I have to carry full coverage. I was also told by a manger to contact the car commission and show them the car fax

  Business Response

  Date: 02/13/2023

  If the customer was informed by a manager to contact the car commission and show them the Carfax that is what we recommend. We would be happy to see if we are able to assist if the customer would like to come and see if she is eligible to purchase another vehicle. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************; 

   

  I have already went to car lot and was told that if I was to go get a bank loan from my bank that ***************** would help me. I have reached out to car commission, my bank about this problem and waiting for a loan officer to call me back. I talked to ********************* and ***************** on Saturday night about this problem. ***************** was to busy calling a customer on his own phone then to handle my problem. As this is against the law to carry full coverage on this car and should of never left the car lot as! 

  Business Response

  Date: 02/13/2023

  The reasoning for the title problem is due to a mileage discrepancy, no wrong doing was done and there is nothing illegal about the selling of the vehicle. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  As I talked to ******** tax commission, they stated that *********** did not provide actual miles paperwork as it is a 2019 and should of been with paperwork for the title. I can not even get any help from *********** as another manager at ********** is the one who as been helpful beside my own car lot that the car came from. Nothing is being done. 
  Sincerely,
  
  *************************

  Business Response

  Date: 02/17/2023

  If you believe you are missing paperwork that should have been with the title regarding mileage please call our title department at ************* and they can look at what paperwork was provided. 

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,.  AS I HAVE TRADED THAT CAR IN AND GOT INTO A BETTER CAR WITH ************************* AND WILL BE BY ******** TO PICK UP THE SECOND KEY TO MY HUSBAND TRUCK
  
  *************************

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with a man named Matt, last name unknown, at Orr Nissan East on November 1, 2022. He was very rude, cussing at me, and not letting me speak. It was a civil matter that could have been resolved over the phone, but the way he went about it was VERY disrespectful, and childlike. I was not, and did not disrespect him until he started with me.
  

  Business Response

  Date: 11/02/2022

  After speaking with the customer yesterday and apologizing we also sat with **** and his supervisor to remedy this and prevent this from happening in the future. 

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im having the most unpleasant experience with this car dealership! Im so unhappy with their customer service and the lies they keep telling me. ***********************, gave me their work truck which broke down on me in within three days. It was very nasty on the inside! And, scratches and dents and etc.. on the outside. They had me to test drive a totally different truck and told me that one was sold! But, had the exact same one at their other lot. I have pictures to prove it. No kind of compensation at all. I have been paying for Ubers and paying people to take me back and forth to work for almost two weeks now. I would run from this place! *********************** is not a good salesman! He put me in anything to get a sale! They have have not tried to help me with transportation while the vehicle is down. They havent tried to get me a loaner car or anything! The worst experience I ever had. *********************** keeps telling me he will see what they say. And, never call me back. I have to keep calling him! Its true when your a woman by yourself, they will try to get over on you. And, they act like they cant put me in another truck. Ask about my trade in, I get no answer about it. I even called the direct and they will not answer. Got my truck back after 3 weeks. Truck still jerking, breaks squeaking, needs oil change. Took it back to *** Nissan. I was told my warranty should have kicked in now, and to call them. Addressed my issues with ********************* the sales manager. He hung up in my face. I was sold a lemon. They couldnt care less.

  Business Response

  Date: 10/22/2022

  We have fixed the vehicle for the customer. At this time if warranty has kicked in and can cover anything that is the route we recommend. Otherwise there is nothing further to do at this time. 

  Customer Answer

  Date: 10/26/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have the car fax where it says breaks over due, oil, and tire inspection. I will get a lawyer. I let them know about all issues before the warranty had expired. I was sold a lemon. 
  
  Sincerely,
  
  ********************;

   

  Business Response

  Date: 10/28/2022

  Brakes, oil and tires are maintenance items that are considered as "wear and tear" that are never covered under warranty. Warranty is a protection from manufacturer defects. We are happy to explain this for you. This is also not considered a lemon under the lemon law of ********. Thank you. 

  Customer Answer

  Date: 10/31/2022

  
  Complaint: ********
  
  I am rejecting this response because:The wear and tear was before I received the vehicle. The vehicle was not maintained at all. Not only that. They had me to test drive a different truck. Then brought this truck from another lot. We did not get to test drive, spit check or anything. It was filthy and dirty on the inside. It broke down one me the third day. Did not have transportation for a month. And, had no loaner or havent been compensated for anything. They were to include. Tag Title and Tax. I still havent even received the tags. I asked for my trade in back when the truck drove down. No response at all! This is the second time this shady salesman and mechanic get to try and get away with it. Theres no help for women at all. I will contact the bank and warranty. That carfax clearly shows everything was past due before they sold it. They should be held responsible. But, I see how everything works. I have worked collections for auto finance before.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2014 Jeep Grand Cherokee on 9/10/22. Had to have it towed on 9/8/22 only to be told that the MOTOR IS BLOWN! Never had a check engine light or anything. I feel like I was taken advantage of because I was a young girl going in by myself.
  

  Business Response

  Date: 10/13/2022

  Used vehicle purchases are sold and advertised "As Is" If there is any warranty we recommend consulting with that.